Resident Placement Advisor

at  Bupa

ABOUT BUPA

From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together – 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.
We set a global ambition to be the world’s most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do. Care is at our core and will always be a part of how we operate.
More than that, our care puts customers at the heart of everything we do. We make a genuine effort to see the world through our customers’ eyes to make things easy, keep relevant to their needs and showing empathy and understanding.

ABOUT THE ROLE

Our Resident Placement Advisor is the first point of contact for enquiries relating to resident placement in Bupa care homes. They’re primarily responsible for receiving inbound telephone call and email enquiries through the IVR, and the Bupa Aged Care Website, responding in a timely and professional manner at all times. The role includes taking the enquiry, providing information, booking tours, liaising with Care Home teams and ensuring all information is entered accurately into Epicor CRM, whilst also communicating the outcome of the enquiry to the care home. Further to this, this role will be required to conduct outbound calls to past customers and conduct other administrative duties as required.
This is a permanent, full-time opportunity, working from home full time. The role can be based in Melbourne, Brisbane, Sydney or Adelaide.

IN THIS ROLE, YOU WILL HAVE AN OPPORTUNITY TO:

Inbound Calls

• Take all calls in a timely, efficient, and professional manner ensuring exceptional customer experience
• Timely end-to-end enquiry management, including liaising with relevant internal stakeholders, including but not limited to the Resident Placement Team and care home staff
• Overall Epicor management for all care homes, ensuring the capture of necessary details, update of latest progress and accuracy always
• Utilisation of strong communication skills to capture enquiry information, book tours and notify care homes
• Maintaining enquirer contact where tours have not been able to be booked

Outbound Calls

• Conduct Nurture calls to prospects not ready to come into care and update Epicor with discussions had
• Conduct mystery shop calls to competitors
• Maintain records of calls and information received

Administrative Duties

• Enter all new enquiries received by the contact centre
• Update the enquiries and communicate via email with the care home
• You may also carry out any other duties reasonably requested by Bupa from time to time.